Critical
Customer Relationship Skills You Must Have
By Dennis Sommer (www.dennissommer.com)
Do want to be known as "The Expert" or "The
Guru"? Do you want to advance your career and income?
If you answered yes to both of these questions then you
need to become a “Top Performer” in your profession.
Whether you are now a Manager, Executive, Consultant,
Sales or Service Specialist, then Customer Relationship
skills will be one of the keys to your success. Experience
and knowledge in your area of specialty may make you an
above average performer, but to be a “Top Performer”
start implementing the following 24 Customer Relationship
skills and action items today.
Top performers are successful by being honest, respecting
a clients intelligence and focusing all their energies
on how to make a difference in a clients life. After reviewing
the following “Top Performer” Customer Relationship
skills and action items, you will know how to be more
effective, efficient, and successful.
Building a strong relationship
with your customer will last a lifetime and will be your
#1 success factor in your career.
1. Show off your offering “Live” by hosting
seminars. Customers viewing offerings first hand will
dramatically improve positive reactions.
2. Make mentoring available to your customers. Provide
one day a week, one day bi-monthly, or one day monthly
where you are available face to face with the customer.
Give them a list of what you can do during this time
period. Example, training, audits, project reviews,
etc.
3. Do a 20 customer road show twice a year. Nothing
beats going into the field and meeting customers face
to face to better understand what they need and show
them what you have to offer.
4. Make the selling process as easy as possible. A long,
complex selling process will turn off customers and
drive them to your competitors.
5. Showing or presenting an offering three or more times
to a customer will result in a more positive impact.
6. Setup an annual meeting with your customer to discuss
where there business is going the following year and
review your companies long term vision.
7. Connect with a customer on a personal level through
common interests and goals. Make efficient use of the
buyer’s time, be courteous and polite.
8. Create a pattern of dependability by making small
promises and over delivering on results.
9. Be an honest advisor. Present both the strengths
and weaknesses of your offering. It is better for the
customer to learn about your weaknesses now than to
discovering them later.
10. Reduce customer stress. The easier it is for the
customer to do business with you the greater their likelihood
of repurchasing.
11. Be polite and respectful of a customer’s time
and schedule. Always ask when the best time to see and
talk with them.
12. Ask for small things first. A customer who says
yes, is more likely to say yes to bigger requests later.
13. Positive momentum creates positive momentum. Ask
a customer first, “How are they doing?”
When the customer states they are feeling good, they
are more inclined to give you a positive response to
your next request.
14. If you smile, people will respond in kind and be
more open to your message.
15. Keep your tone upbeat. Make a point to elevate everyone
you come in contact with . When they hear your name,
their mood will be lifted.
16. When a customer can’t buy or won’t buy,
fall back and ask for names who might have an interest.
17. When a customer says no to your first big request,
ask for a smaller one. Customers feel obligated when
you make a concession. Present your most expensive option
first.
18. We prefer to buy from people we like. We really
like people who like us. Being likeable is as simple
as helping customers feel happy, relaxed, and even feel
good about themselves.
19. The more you make a relevant, yet unexpected connection
with their lives, the greater chance of gaining their
interest.
20. Mimic your customers feelings, tone, attitude, and
gestures. They respond better to like people.
21. Meeting over food and drink has a positive impact
on customers reactions to your offering. Dine, drink
coffee, listen, talk, connect. Sharing meals has significant
impact on customer attitudes.
22. Remembering a customers name and personal details
can have a dramatic impact on your ultimate success.
This shows that you value them.
23. Keep silent. When you don’t speak, you create
the need for the customer to make a decision or keep
talking providing you with more information.
24. Pay attention to details. Customers make a direct
connection between attention to detail and competence.
Pay attention to spelling, out of place items, grooming,
dress, hotels you use, etc.
About The Author
- Dennis Sommer
 Dennis
Sommer is the founder and CEO of Executive Business Advisers,
a management consulting firm helping senior executives
maximize both sales and profit growth. Dennis specializes
in strategic planning, sales, marketing and operations
performance improvement.
Dennis is a highly
sought after author, keynote and seminar speaker on
sales, leadership and business best practices.
Contact Dennis at www.executivebusinessadvisers.com
or www.dennissommer.com
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